Skip to Content
0
Oct 26, 2011 at 06:54 AM

Service Desk - PPF condition on "support team" required

60 Views

Dear Ladies and Gentlemen,

We are searching for a possibility to have a certain PPF action only executed if a certain support team is entered in the service desk ticket.

What we need to do:

We want to send a specific email notification only for a specific support team (e.g. 3rd level).

Thus, also the action should be dependant on the status, the email should only be sent if the support team has a specific value (e.g. 3rd level) and not for any other (e.g. 2nd level).

So we need to define an action condition depending on the u201Csupport teamu201D. Unfortunately the u201Csupport teamu201D is not visible in the container of the WF conditions.

  • Is it possible to add such a field?

  • What table/structure/field would be required?

  • Would this field then automatically be filled with the relevant data, or are further settings required?

  • How else can the desired behavior be achieved?

Best regards,

Peter

P.S.: As this is around email notification, I already looked at these places:

- blog at Sending E-Mail from Support Message

- PDF at https://websmp202.sap-ag.de/~sapidb/011000358700001903822008E

- SAP Note 691303 http://service.sap.com/sap/support/notes/691303

However this could not solve my question. I hope you can help us.